Troubleshooting Email Delivery Issues

Last Updated: Aug 16, 2016 05:22PM EDT

We’re sorry that you’re having trouble receiving our messages! Whether your messages are coming in late, or you’re not receiving them at all, we want to help!

If you’ve never received a message from Tadpoles, your first step should be to double check that your email address is listed correctly in Tadpoles. Reach out to the administrator of your child’s school to verify that everything is accurate!

Once you’re sure that your email address is correct, find your mail client below for instructions on how to ensure prompt delivery!

Gmail:

Spam:

A good place to start is always to check your spam folder… In Gmail, just type, “label:spam” in the search bar at the top to pull up your Spam folder. If you see a Tadpoles message there, click it & select, “Not Spam.”

Mail sorting:

Gmail frequently tries to filter your messages into different categories (Primary, Social, Promotions, etc). Login to your Gmail on a computer and open up the Promotions/Updates tab along the top.

You may find your missing messages here! If so, drag one of those messages over to the, “Primary” tab.

Google will ask you if you always want your Tadpoles messages sent to the Primary inbox - you’ll click yes!

Filters:

If you open up those Promotions & Updates and don’t see any Tadpoles messages, we’ll move on to the next avenue. We’re going to create a filter. This gives Gmail specific directions about where to put a message from a specific address. Let’s jump in.

In the top right corner of your Gmail, click the little gear button & select Settings.

Along the bar at the top, select, “Filters.”

A box will pop up which allows you to specify which messages you want to filter. In the, “From” field, enter updates@tadpoles.com. Then click, “Create filter with this search.”

One more box will pop up, which asks where you would like to have those messages delivered. You can choose wherever you’d like - if there’s a specific folder or tab you’d like those delivered to, go ahead and choose what works best for you. Personally, I selected to have those messages starred, as starred messages show up in your inbox automatically. When you’re finished, click, “Create Filter.”

Yahoo:

Spam:

The first place to check is always your spam folder. On the left side, select, "Spam" and take a look.

If you see a Tadpoles email, select it and click, "Not Spam" up top.

Send us an email:

If you don't see any messages in spam, it's likely that your mail client is grabbing those messages before they even make it to your inbox. If this is the case, we need to convince your mail client that we're buddies. :) To do this, you'll want to send us a test email. Open up a new message and type, "Updates@tadpoles.com" in the, "To" field. The rest of the text doesn't matter - it's just a test email!

Also, add that address to your contact list.

Creating a filter:

This should clear up any delayed or missing messages, but if you continue to have trouble, we’ll move on to the next avenue. We’re going to create a filter. This gives Yahoo specific directions about where to put a message from a specific address. Let’s jump in.

In the top right corner of your email, click the little gear button & select Settings.

On the left, click, "Filters" and select, "Add."

Set up a filter for emails FROM: updates@tadpoles.com and make sure those messages are set to go straight to the inbox.

When you're finished, click save. All emails from Tadpoles will now be automatically delivered to your inbox!

Hotmail

Spam:

The first place to check is always your spam folder. On the left side, select, "Junk Mail" and take a look.

If you see a Tadpoles email, select it and click the three dots in the top right - then select, "Mark as not junk."

Send us an email:

If you don't see any messages in spam, it's likely that your mail client is grabbing those messages before they even make it to your inbox. If this is the case, we need to convince your mail client that we're buddies. :) To do this, you'll want to send us a test email. Open up a new message and type, "Updates@tadpoles.com" in the, "To" field. The rest of the text doesn't matter - it's just a test email!

Also, add that address to your contact list.

First, click, "People" on the toolbar up top.

Select, "New" in the top left & add a new contact with the updates@tadpoles.com address.

Add a Safe Sender:

Click the gear at the top right of the mail page & choose, "Options."

From the menu on the left, select, "Block or Allow."

Under the, "Safe senders & recipients" section, type updates@tadpoles.com into the entry line & choose the, "+" on the right side to add it.

Save your changes up top! This lets your mail client know that we're not sending junk and that you want to receive our messages!

Other:

If you use a different email provider (perhaps a work address or another mail client), we can help with that, too!

Spam:

The first place to check is always your spam folder. Some mail clients call this, "Junk" and some have both! Check any similar folders to see if your Tadpoles messages are being sorted there. If you see a Tadpoles message there, you should be able to move it to the inbox, or label it as, "Not Spam."

Send us an email & add us as a contact:

If you don't see any messages in spam, it's likely that your mail client is grabbing those messages before they even make it to your inbox. If this is the case, we need to convince your mail client that we're buddies. :) To do this, you'll want to send us a test email. Open up a new message and type, "Updates@tadpoles.com" in the, "To" field. The rest of the text doesn't matter - it's just a test email!

As an additional step, please add our address to your mail contacts. Even if you never use your address book/contact list, this contributes to the effort of convincing your mail client that we're not sending you junk.

Add a safe sender:

Many mail clients offer the ability to, "Whitelist" an address or make a specific email a, "Safe Sender." If you can locate this in your settings, you can add updates@tadpoles.com to that list to ensure that our messages are delivered directly to your inbox.

Create a filter/rule:

Mail clients often offer the ability to create a filter or rule in your inbox. This allows you to give your mail client specific instructions on where to place emails that come from a certain address. If your mail service offers this, set up a rule/filter to say that when a message comes in from updates@tadpoles.com, your mail client should place that in the inbox (or any other folder you'd like).

Have a question? Suggestion? We love hearing from you! Reach out to our support team anytime at hello@tadpoles.com.